退貨政策

退貨政策

我們相信您和您的寵物會喜歡 SATELLAI！

話雖如此，我們理解您的購買是一種投資，我們希望您對您的決定感到安心。

因此，我們的退貨和退款政策會根據特定產品而有不同的時間限制。

（本政策不涵蓋因動物活動或客戶誤用造成的損壞。）

產品退貨和退款期限

產品

退貨和退款期限

SATELLAI 項圈 — 90 個日曆日
SATELLAI Collar Go — 30 個日曆日
日常用品 — 30 個日曆日

注意：

期限從產品收到當日零時開始計算。

此期限總共涵蓋 90/30 個日曆日，不會因更換或換貨而重置或重新開始。

如果您所居住的國家或地區要求更長的退貨期限或更低的退貨門檻，則應適用您所在國家或地區的規定。

適用範圍

本退貨和退款政策（以下簡稱「本政策」）僅適用於從 SATELLAI 官方網站（https://satellai.com/）購買的產品以及與本政策相關的應用程式（SATELLAI App 和 SATELLAI Go App）。

使用您的 SATELLAI 產品即表示您同意受本政策條款的約束。

如果您所在司法管轄區的強制性法律與本政策衝突或施加更嚴格的要求，則應以該強制性法律為準。

如果您透過其他管道/平台、經銷商、分銷商或轉售商購買產品，我們建議您聯繫具體購買方以尋求退貨和退款協助。

個人資訊使用聲明

當您根據本政策提交申請時，您提供的個人資訊（例如訂單號碼、聯絡方式、地址）將僅用於處理您的申請。

您可以透過發送電子郵件至 support@satellai.com 提交申請，以存取、更正或刪除您的個人資料。

因個人原因導致包裹退回的處理方式

如果因個人原因（例如地址資訊不完整，包括缺少街道名稱、門牌號碼等）導致包裹無法送達並被退回，且您在 90 天（SATELLAI 項圈）/ 30 天（SATELLAI Collar Go 和寵物日常用品）內申請無理由退貨，您應承擔所有相關費用，包括但不限於產品價格以及包裹發送和退回的運費。

請注意：退貨是否因產品問題引起，必須透過我們的技術檢查確認。

換貨服務說明

我們提供換貨服務。如果您購買了錯誤的商品，請及時與我們聯繫。

發貨前：我們可以直接為您處理換貨。
發貨後：您需要先申請退貨，然後再重新訂購目標產品。

訂單取消說明

為避免不必要的麻煩，請在提交取消申請前，透過 support@satellai.com 與我們的客戶支援聯絡以進行確認。

1. 發貨前取消

在您與我們的客戶服務聯絡並成功在倉庫攔截貨物後，我們將全額退還產品價格（包括 SATELLAI Collar Go 的啟用費）。

然而，以下交易費用將從您的退款中扣除：

PayPal 用戶：退款金額的 4.4% 服務費。
其他支付方式：每次退款的退款金額的至少 2.25% + 0.30 美元（或其他貨幣的等值金額，根據退款日期的中央銀行匯率），以較高者為準。

（注意：最終費用金額可能因您的銀行/發卡機構政策而異。）

* 交易費用由第三方支付處理商（例如 PayPal、信用卡供應商）收取並保留，不予退還。

2. 發貨後取消

您可以在包裹送達時拒收。

如果您無法成功拒收包裹，請聯繫我們的客戶服務以獲取運輸標籤（SL），並在 SL 發出後 7 個日曆天內將產品寄回。

您也可以在簽收包裹後 7 個日曆天內自行退貨，並透過電子郵件向我們提供追蹤號碼（請注意，您將承擔退貨運費）。

注意：以下費用不可退還：

交易費用
運費
SATELLAI Collar Go 的啟用費

（收到退回的 SATELLAI Collar Go 後，我們將進行檢查以確定設備是否已啟用。啟用費對應於實際提供的服務，例如設備綁定到衛星網路和開放專用數據通道，相關費用不可逆轉，因此不予退還。）

3. 運輸保護取消說明

運輸保護由第三方服務供應商提供，以確保您的包裹在運輸過程中受到保障。

發貨前：如果您的訂單尚未發貨，您可以聯繫我們取消運輸保護。退款將扣除任何交易費用（這些費用由支付供應商收取，我們不予保留）。
發貨後：一旦您的訂單已發貨，運輸保護即生效，無法取消或退款。

退貨申請說明

1. 退貨期限

退貨必須在上述指定退貨期限內提出申請。

2. 退貨條件

對於 SATELLAI 智慧設備（項圈和 Collar Go）

產品必須處於原始、可正常運作和可轉售狀態。正常使用造成的磨損可接受（正常磨損是指在使用過程中產生的輕微刮痕和污漬，不影響功能或二次銷售）。
SATELLAI 產品（SATELLAI 項圈或 SATELLAI Collar Go）必須完整無損，無任何竄改（包括但不限於未經授權的拆卸或物理修改）。
此外，保固政策中「保固不涵蓋的內容（例外情況）」所列的任何其他情況均不符合退貨或換貨條件。
如果發現非因用戶損壞或誤用造成的性能缺陷，產品將符合退貨或換貨條件。
產品序列號必須清晰可見。

對於日常用品

退貨條件

產品必須未開封。一旦包裝被打開，無論產品是否已被使用、試用或損壞，均不接受退貨或退款。

可接受的退貨/退款情況

若產品經我們檢查確認有製造缺陷或產品問題（不包括客戶或外部因素造成的任何損壞），我們將接受退貨或退款。

不可接受的退貨/退款情況

在下列情況下，我們將不接受退貨或退款：

日常用品顯示出任何使用痕跡，包括但不限於損壞、污漬或咬痕。
退回的商品未以其原始包裝密封且完好無損地寄回。
在檢查退回的商品時，發現以下任何一種情況：

原始包裝已被打開、撕裂或有篡改跡象，或外包裝在打開後被重新密封。
外包裝未打開，但內部產品因外部力量影響包裝而損壞。

情境 3 的特別說明

如果產品外包裝未打開：

外包裝和產品上因寵物或其他外部因素啃咬或撕裂包裝而造成的任何咬痕。
產品因撕裂或穿孔的外包裝進入液體、灰塵或其他碎屑而造成的任何污染或損壞。

3. 退貨費用承擔

對於非產品品質缺陷的退貨，客戶應承擔以下費用：

交易費
運費
SATELLAI Collar Go 的啟用費

（收到退回的 SATELLAI Collar Go 後，我們將進行檢查以確定設備是否已激活。啟用費對應於實際提供的服務，例如設備綁定到衛星網絡和開通專用數據通道，相關費用是不可逆的，因此不可退款。）

4. 退貨流程保證

為確保安全順暢的退貨流程，SATELLAI 將提供以下保證：

提供附帶追蹤資訊的預付退貨標籤
即時監控貨運狀態
產品通過檢查後，將在 7-10 個工作日內處理退款

備註：7-10 個工作日是指 SATELLAI 的退款處理週期。退款實際到帳時間取決於您的銀行或支付平台的處理時間（通常額外需要 1-5 個工作日）。

5. 不接受退貨申請的情況

我們保留在以下情況下拒絕客戶退貨申請的權利：

因客戶原因造成產品損壞或改動
產品被動物損壞（例如，外殼上的咬痕、凹痕、穿透性撕裂）
產品出現過度磨損（包括外殼破裂、零件缺失、螢幕破損、功能異常等）
有關產品缺陷或其他保固索賠，請參閱保固部分
購買時支付的運費不予退還
在退貨過程中，產品遺失或損壞的風險由客戶承擔，直至產品在我們倉庫簽收
產品在倉庫簽收後，風險轉移給我們
如果退回的產品在倉庫簽收後損壞或丟失，我們將承擔責任
如果退回的產品缺少原始包裝、配件或說明書，我們可能會拒絕退貨
對於不符合退貨條件的包裹，我們將不予退款
如果您要求退回此類包裹，您將負責支付運費
如果您未事先與我們的客服團隊確認就寄出產品，由此產生的任何損失將由您承擔

6. 退貨退款申請流程

如需提交退貨或退款申請，請透過 support@satellai.com 與我們聯繫以獲取詳細的退貨說明。

電子郵件必須包含以下資訊：

原始購買憑證（例如，收據）
產品訂單編號
產品序號
退貨原因（無理由退貨可選填）
因品質缺陷退貨：描述和證據（影片或圖片）

流程：

SATELLAI 將在 2 個工作日內回覆
批准後，在 7 個日曆日內寄出
收到後進行檢查
在 7-10 個工作日內處理退款
處理後 1 個工作日內發送退款狀態電子郵件

注意事項

處理時間可能因不可預見的情況（銀行延誤、罷工、自然災害等）而延長
退貨申請必須在適用的退貨期限內提交

重要安全提示

⚠️ 警告：

請仔細閱讀所有安全說明
忽略警告可能導致人身傷害或財產損失
請勿讓寵物啃咬設備或電池
避免高溫和不當充電
請勿用於人類
請勿拆卸或改裝
請隨時監護寵物

如果電池損壞，請立即停止使用並聯繫客服。

聯繫我們

如果您對本政策有任何疑問，請發送電子郵件至： support@satellai.com

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退貨政策

我們希望您和您的狗狗都會喜歡SATELLAI！我們明白購買SATELLAI產品是一項投資，我們的目標是提供順暢透明的售後體驗。使用SATELLAI產品即表示您同意遵守以下政策。

本政策僅適用於從SATELLAI官方網站購買的產品：https://satellai.com。如果您透過其他管道購買，請聯繫您購買產品的平台尋求協助。

退貨/換貨申請流程

要申請退貨或換貨，請遵循以下步驟：

聯繫客戶服務：請發送電子郵件至 support@satellai.com 並提供：

用於訂閱或下訂單的電子郵件
訂單編號
問題描述
證明故障或缺陷的照片或影片

客戶服務指導：我們的團隊將指導您完成退貨或換貨流程。

分析和運送標籤：在分析並確認您的情況後，SATELLAI 將提供預付運費的運送標籤，供您退回產品。

退貨與驗證：產品收到後，我們的團隊將進行檢查。

如果退貨符合退貨政策的條件，我們會進行全額退款。
如果產品狀況良好，我們將安排換貨並寄出新產品。

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